Answers to questions about the digital switchover

The UK network is being upgraded

What is changing?

Telecoms companies in the UK are replacing the technology they use to provide fixed telephone networks (landlines).

Instead of the old copper telephone network, phone services are moving to fibre networks, this means that new phone lines will be delivered over the same network that we use for our broadband service.

New digital phone lines will allow providers to offer clearer and better-quality phone calls, as well as new features such as anonymous caller rejection or three-way calling.

When is this happening?

The upgrade will be delivered by the providers and operators in a phased approach over the next 18 months, with the UK network expected to be upgraded to digital voice services by the end of December 2025. The switchover will happen based on your telecom provider’s transition plan.

What do I need to do now?

In most cases, nothing. Your telecoms provided will be in touch when it’s time to switch you over.

However, we're encouraging everyone to know what to expect. Look out for notification from your telecom’s provider, this could include notification via emails, postcards, bills and letters. If you're not sure about the communication that is sent to you by your telecom’s provider, get in touch with them to verify the details.

Will I need new equipment?

If you need any new equipment to make your main telephone work, for example, a new router, new telephone handset or if you need a new broadband service installed, your provider will discuss and arrange this.

What if I don’t have a Wi-Fi hub or broadband services?

That’s OK. You will need a Hub for your phone services to keep working, and your provider should provide you with one at no extra cost. This does not mean they will be adding a broadband service to your package.

Will I have to pay?

Switching to Digital Voice won't cost anything, and you won't pay more than your current home phone plan.

Will my number change?

No, your number will stay the same.

What happens to my voicemail services?

Nothing at all, they’ll stay as they are.

What if there’s a power cut?

If there’s a power cut or your broadband’s down, you won’t be able to make calls using Digital Voice, including 999 calls. Your mobile will still work as long as it’s charged and has a mobile signal. If you do not have a mobile phone, then inform your telecoms provider.

What if I rely on phone services like telecare and burglar alarms?

It’s important to know that some telecare and burglar alarms won’t work with Digital Voice.

Please contact your telecoms provider if you use these services and speak to your alarm provider to check your equipment will still work when you switch.

Where can I get more information?

Your telecoms provider will have further information on their website, or you can contact them directly. Look out for roadshows across the borough where you can go along and ask questions to your provider and learn a bit more about the changes. Also, keep an eye on your telecoms provider's websites and look out for communication from them to find out when and where they’re visiting.

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